Mindy Rietzel Email & Phone Number

Pittsburgh, Pennsylvania, United States

Greater Pittsburgh Area

- Providing client on-boarding and proactive ongoing support to new and existing clients - Establishing relationships with disengaged subscribers via CRU Online reach-out initiatives - Handling client inquiries received via the Customer Services inbox & help desk - Assisting the regional sales team by supporting client proposals and queries - Providing general administration and order processing support

Warrendale, Pa

• Managed an assigned number of RDX customer accounts and worked with the clients as a cross-departmental, non technical resource.• Researched client billing inquiries in collaboration with RDX financial department• Gathered client feedback\complaints and implemented process changes as needed• Notified sales department about potential contract increases and product adds to maximize client portfolio • Worked directly with client upon request regarding contract decreases and terminations. • Attended and answered customer questions during integration meetings where a new client is walked through the on-board stages to be fully integrated with RDX. • Created long term relationships with a portfolio of assigned clients. • The customer success specialist helps to understand the customer's demands, plan how to meet these demands, and generate sales for the company as a result.

Greater Pittsburgh Area

Responsible for maintaining and growing relationships with an assigned group of clients and fully understood the needs of that client base in order to generate value and cross-sell opportunities. This involved driving first-time and subsequent renewal rates and adoption across all product lines within Metal Bulletin Group. Any leads identified during the account lifecycle were passed to the new business sales team for revenue generation.Key tasks included:• Developing processes and best-practices across the account management role to ensure efficiency throughout the sales organization.• Identifying and resolving problems in a timely manner for both clients, account managers and the rest of the business.• Utilizing a CRM system to capture and develop customer requirements to feed back into the sales teams.

707 Grant St., Suite 1340 Pittsburgh Pa 15219

Responsible for maintaining the current process of proactive customer engagement for American Metal Market’s new and renewal clients. This involved welcoming all new customers via email and phone to introduce the service and assist with account customization, providing guidance for best practices, along with a website tour. While in this role, I did the following:· Identified opportunities for up-selling our services after uncovering each subscriber’s key objectives.· Liaised with the sales team to ensure that all leads for new business were properly handled.· Provided samples and demos of any additional services that could meet the company’s information needs at various levels within the organization.· Acted as the sales qualifier in a lead generation channel for new business within subscribing companies and up-selling of new add-on products to existing subscribers.· Used intelligence gathered on calls/webinars to recommend product changes, new content offerings, and additional streams of add-on options, changes to messaging, etc., to better understand any opportunities as they are presented.· Contributed to retention efforts by promoting customer engagement with our products.· Demonstrated exceptional service and assisted customers in getting the most from our products.· Assisted the business with enforcement of its copyright policies through education of the client base and reported any suspected abuse immediately.

707 Grant St., Suite 1340 Pittsburgh Pa 15219

Acted as a main liaison with AMM’s eCommerce fulfillment house to ensure all sides of the customer service effort were coordinated and fully executed. Implemented and maintained a system of proactive customer support where outbound calls were a regular occurrence and continually built relationships with our client base. Daily tasks included:· Liaising with IT to resolve any problems that customers experience with our digital products; with the sales team to ensure that all leads for new business are properly handled; with the Marketing department to ensure all updates on AMM product changes and initiatives are clearly communicated to our clients. · Preparing basic quarterly reports regarding the status of the department for management, including proactively alerting them to any potential issues that may arise in addition to regular performance results. · Anticipating department needs as circumstances evolve and recommend to management appropriate courses of action to ensure a consistently high level of service continues. · Ensuring that AMM’s subscriber database information is accurate, up to date and complete by performing regular systematic audits. · Personally handling all corporate group subscription accounts as priority and ensure exceptional care; preparing invoices and customer agreement forms as well as any other special documentation regarding desktop licenses and expanded use licenses.· Identifying at-risk clients and proactively communicating with them to help increase product engagement through system training sessions; identifying content abusers or excessive users who are suspected of subscription sharing and reporting them to management. · Assisting Marketing in the lead generation process through AMM’s online chat program. · Ensured exceptional service and assisted customers in getting the most from our products.

Greater Pittsburgh Area

Provided all-encompassing support as supervisor for customer service representatives. Ensured that all responsibilities of the department were evenly dispersed among fellow teammates. Conducted interviews to fill open positions and took definitive disciplinary action when needed. Monitored instances of online fraud and took immediate action to reduce recurrences of fraudulent activity. Continuously sought out new and innovative ways to improve existing order and inventory management, policies and procedures. In this role, I took part in the following initiatives:• Complete overhaul and redesign of B2C platform system (Ecommerce website, customer, inventory, and order management system); Defined and gathered business requirements prior to “go live” date and prioritized system enhancements for future improvements.• Enhanced RMA process for prompt customer returns, refunds, and exchanges• User acceptance testing of system enhancements, including a client-based screen scraping computer program that improved data entry for product descriptions, online pricing, and image gathering.• Fraud risk analysis on B2C customer orders to determine viability of a new system implementation that reduced chargeback volume and improved site security.• Cultivated new and profitable business relationships with B2C resellers, thereby increasing profitability for GENCO Marketplace’s online team.• Developed a stellar process in conjunction with the Better Business Bureau to address consumer complaints filed against GENCO Marketplace.

Provided superior customer service for B2C customers. Executed and delivered weekly/monthly sales reports for a number of GENCO customers such as Target.com, Walmart.com, Sears/Kmart, etc. Performed cross training for fellow teammates, and gave status reports to all applicable managers/supervisors. Acted as a liaison between the GENCO corporate office and facility teammates. Noted accomplishments include:• Launched a privately-owned and operated eCommerce website that allowed GENCO to sell merchandise directly to individual consumers, instead of remaining heavily reliant on third party sites such as eBay.• Acted as sole customer service representative during the transition phase from one B2C systematic platform to another. • Organized and facilitated department-wide negotiation training sessions for sales team.• Contributed articles to company-published magazine and websites, detailing necessary departmental information.

Msol, Organizational Leadership

Activities and Societies: Cohort 68Master of Organizational Leadership cohort 68 member

Ba, English And Communications

Activities and Societies: Chi Omega, Thiel Choir, Lambda Sigma, Sigma Tau Delta, Thielensian EditorEnglish major with concentration.